Business unit, Department, Reporting Business Unit Cloud Platform Services (CPS) Department DWM Reports To Direct Line Manager Job Title Grade OP1 Core Description To provide technical assistance and maintenance of computer systems, logistical support, audio visual equipment's etc.
Provide service activities on company systems, including installation, discontinuance, relocation, diagnosis, emergency repair etc.
while minimising equipment downtime and ensuring client satisfaction.
Key Deliverables / Primary Functions Application and device troubleshooting and support Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.
Used approved remote management tools to remote support end user devices Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents Ability to do root cause analysis and troubleshooting across systems to resolve incidents Excellent communication skills (verbally, telephonically and electronically) Email, What's App etc.
Ability to engage and liaise with all personnel including VIP personnel.
Follow escalation matrix and keep customer informed.
Enabling management with communication about incidents/requests Remote support and 24*7 standby, after hours and on-call support Ownership of Incidents and Service Requests, until resolution with continues feedback.
Build Relationship with customers to improve and provide world class support.
Assist with the connection of end user devices to Audio Visual support equipment iPad, Apple, and Android mobile support.
Ability to break-fix problems and to satisfy installation requests, simple or complex, in a wide range of dissimilar environments Identify and understand business challenges of the Customer and the impact thereof on the device support Build a working knowledge of Microsoft products Support security policies and standards of the Customer Ensure company assets (replacement parts) are tracked and maintained responsibly Develop, document, and maintain Knowledge Based Articles.
Core Functional Skills & Capabilities Mobile Support Hardware Troubleshooting IT Terminology Microsoft Office Business Processes Core Behavioural Competencies Working with people Coping with pressures & setbacks Delivering Results & Meeting customer expectations Planning & Organising Job Match Culture Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience 2 years' work experience Certifications A+ N+ ITIL 3 or 4 will be advantageous MCP (Desktop) MCSA Hardware certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 0 Level of Engagement Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition Drivers Licence and Reliable Vehicle - both required Ability to work staggered hours, shifts, overtime and respond to call-outs Workplace / Physical Requirements Hybrid Remote Worker Billable